Following a request during the second ‘MALG Members Friday Forum‘, which was set up to help those from across the money advice and debt landscape to work together to tackle the Coronavirus crisis, we have curated a list of creditor email addresses for advisers to who are struggling to get in touch on behalf of their clients.
These contacts have been provided to offer third party advisers a ‘fast track’ route to support when they are unable to use their usual contacts and routes into creditors due to ‘social distancing’ measures in place. With the demand for money and debt advice now greater than ever, our aim is to make it as easy as possible for advisers and creditors to continue to work together for the benefit of customers, particularly those that are vulnerable.
The list below is what we have so far (as of 15/05/2020) but we will be adding to it as more come through so please watch this space. Creditors, please send specific adviser email addresses to be added to this list to info@malg.org.uk.
Collections
- Advantis Credit: admin@advantiscredit.co.uk
- Ardent Credit: collections@ardentcredit.co.uk
- Arrow Global: queries@arrowglobal.net
- Arvato: CRMSE@arvato.co.uk
- BPO collections: contact@bpomail.co.uk
- BW Legal: enquiries@bwlegal.co.uk
- Cabot: debtmanagement@cabotfinancial.com
- Capital Resolve: info@capitalresolve.com
- Capquest: customers@capquest.co.uk
- Creation Finance: customercare@creation.co.uk
- Credit Resource Solutions (CRS): info@creditresourcesolutions.co.uk
- Debt Managers Ltd: client.services@debt-managers.co.uk
- EOS: contact@eos-solutions.uk.com
- Intrum: compliance.uk@intrum.com
- Lantern UK: customerservice@lanternuk.com
- Lowell Group: Dmcpost@lowellgroup.co.uk / post@lowellgroup.co.uk
- Lucas Credit Services: help@lucascreditservices.com
- Moor Group (including Moorcroft Debt Recovery): customers@moorgroup.com / thirdparty@moorgroup.com
- Mortimer Clarke: info@mortimerclarke.co.uk
- Past Due Credit: info@pastduecredit.co.uk
- PRA Group: enquiries@pragroup.uk.com
- Robinson Way: contactus@robinson-way.com
- Wescot: contactus@wescot.co.uk
- Zinc: dmc@thezincgroup.com
Banks/lenders
- Avon: uk.contact@avon.com
- Avant Credit: debtmanagement@avantcredit.co.uk / https://support.avantcredit.co.uk/article/424-covid-19-customer-help
- Capital One: dmmod@capitalone.com
- Everyday Loans: centrallending@everyday-loans.co.uk
- Fashion World: cmt@fashionworld.co.uk
- Honeycomb Finance: customerservices@support.honeycombfinance.com or Honeycomb.Collections@targetgroup.com / https://covid19.honeycombfinance.com/
- HSBC: customer.care.team@hsbc.com
- JD Williams: general.enquiries@jdwilliams.co.uk
- Klarna: cs.uk@klarna.com
- Motonovo Finance: customersupport@motonovofinance.com
- Mr Lender: enquiries@mrlender.co.uk
- Natwest: specific adviser email address coming soon. In the meantime, go to https://personal.natwest.com/personal/support-centre/coronavirus.html
- RBS: specific adviser email address coming soon. In the meantime, go to https://personal.rbs.co.uk/personal/support-centre/coronavirus.html
- Satsuma Loans: onlinecustomercare@satsuma-loans.co.uk
- Simply Be: cmt@simplybe.co.uk
- Sunny Loans (Elevate Credit): help@sunny.co.uk
- Tesco Bank: customersupport@tescobank.com
- Ulster Bank: specific adviser email address coming soon. In the meantime, go to https://digital.ulsterbank.co.uk/personal/help-and-support/coronavirus.html
- Valleys Finance: admin@valleysfinance.ltd.uk
- Vanquis Bank: specialistsupport@email.vanquisbank.co.uk
- Very store card: resolve_shopdirect@ncoeurope.com
- Experian has published details of how lenders are supporting credit customers that includes contact details which advisers may find useful: https://www.experian.co.uk/consumer/help-discover/discover/guides/lender-support.html
Utilities
- Anglian Water: customerservices@anglianwater.co.uk
- Bristol Water: customer.services@bwbsl.co.uk
- EDF Energy: CustomerEnquiries2@edfenergy.com / customer_correspondence@EDFEnergy.com
- E Energy: customer.service@e.org
- EoN: mybillandmeterqueries@eonenergy.com
- NPower: customer.relations@npower.com
- Northumbrian Water and Essex & Suffolk Water: supportplus@nwl.co.uk
- O2: resolutionexpert@o2.com / debtrecovery@o2.com
- OVO Energy: hello@ovoenergy.com
- Scottish Power: contactus@scottishpower.com
- Spark Energy: customerservice@sparkenergy.co.uk
- South East Water: CustomerServices@southeastwater.co.uk
- Southern Electric: customerservice@southern-electric.co.uk
- Southern Water: customerservices@southernwater.co.uk
- Utilita: customerrelations@utilita.co.uk
- Welsh Water: Water.Enquiries@dwrcymru.com
- Wessex Water: customer.services@wessexwater.co.uk
Local Authorities
- Wilkin Chapman is currently working with circa 100 Local Authorities across the country and can provide advisers with direct contact details for people at Councils who can help resolve cases – email Paul Bowden on paul.bowden@wilkinchapman.co.uk
Other
- Experian credit referencing: consumer.helpservice@uk.experian.com
- Lester Aldridge: Litigation@LA-Law.com
- National Compliance and Enforcement Service: NCESBCT@justice.gov.uk
After struggling for about a week to contact Eon have been given this email address:
mybillandmeterqueries@eonenergy.com
Thanks Steve, we will add it to the list!
Very useful Thank you
Note that Thames Water is not on the utilities list. I used to be able to email them but in last couple of months this facility seems to have disappeared! Could someone look into this as need to contact them on behalf of a lot of my MA clients!
Thanks, we’ll look into it
Hi, Does anyone for the email for credit card collections at Natwest and the Very store card?
We’ll look into Alex.
Hi,
Also, does anyone have an email for Lloyds and Tesco credit card?
Thanks
We’ll ask around and add to this list asap
Santander email address please ?
resolve_shopdirect@ncoeurope.com = Very that i was given some time ago
Hi, does anybody have an email address for Capital One and Simply Be please?
Many thanks in advance
Simply Be is above (cmt@simplybe.co.uk). We will ask around about Capital One.
customersupport@tescobank.com
IMA Creditor Contacts holds some emails – Capital One has one (dmmod@capitalone.com) but states this is for escalation.
Hi Folks. Does anyone have an email address for Moorcroft Debt Recovery please?
HSBC told me to use this
customer.care.team@hsbc.com
there is one above for moor group but we use thirdparty@moorgroup.com
Thank you
Hi all, Does anyone have an email address for MBNA please?
Hi, I’ve just tried to use the O2 email & had the following response:
Thanks for contacting the O2 Resolution Expert Team. We are working hard to ensure that we are maintaining service for all teams as much as possible but currently the Resolution Expert service is unavailable for new emails. If you have responded back to one of our emails, we are working through these and will come back to you as soon as we can. We apologise for any inconvenience this may cause.
You have 24/7 access to your account on My O2 through the app or online. This is the best way to stay in touch and manage any customer service queries.
Regards
O2 Resolution Expert
NPower email: customer.relations@npower.com
I have contacted Capital One for an email address but advised they do not have one for customers or DMC unless a complaint
Thanks for the above list, it’s of great use.
Does anyone have an email contact for the Lending Stream/Gain Credit please?
Credit Resource Solutions (CRS): info@creditresourcesolutions.co.uk
Try debtrecovery@o2.com – I have had responses from this
Couple more collections:
Lucas Credit Services: help@lucascreditservices.com
BPO collections: contact@bpomail.co.uk
Zinc: dmc@thezincgroup.com
Thanks Tina!
Vanquis Bank: specialistsupport@email.vanquisbank.co.uk
Debt Managers Ltd: client.services@debt-managers.co.uk
Thank you John and Tina